Analyst, IT Service Desk

What Your Day-to-Day Activities Will Be Like 

• Offer first level incident/service request support of IT Services and focus on providing service reliability, prompt escalation and promote speed incident resolution.
• Support the use and administration of Service Desk software
• Ensure normal service operations are restored quickly and minimize adverse impact on business operations in the event of an incident or downtime
• Guarantee prompt allocation and assignment of tickets to 2nd Level Teams as appropriate for resolution
• Ensure all logged incidents/service request are maintained with all relevant records kept
• Troubleshoot and assist impacted users to perform any remediation steps where necessary
• Guarantee optimal customer satisfaction by keeping them informed throughout the life cycle of incidents/service requests.
• Help identify and classify incident/service request types based on customer request

Required competency and skillset to be a waver

• Minimum of a first degree or its equivalent in any numerical discipline (Computer Science, Engineering, Mathematics, Statistics etc.)
• Working understanding of service management software for administering and managing incidents/service requests
• Good interpersonal and communication skills and the ability to work effectively with business stakeholders
• Customer-centricity
• Creative, results-oriented, and analytical with strong problem-solving capability
• Proficient in the use of Microsoft Office Tools (Word, Excel, PDF)
• At least ITIL foundation certification will be an added advantage